AMA Exam PCM Topic 3 Question 98 Discussion

Actual exam question for AMA's PCM exam

Question #: 98
Topic #: 3

[All PCM Questions]

Procedural fairness refers to:

Aa customer's perception of the benefits he or she received compared with the costs of inconvenience or loss.

Bthe perceived fairness of the process used to resolve complaints.

Cthe turnaround time taken by a company from receiving a complaint to its resolution.

Da customer's perception of the reliability and assurance of a service provider.

Ethe difference in perception between customers about the same service provider.

Show Suggested Answer

Suggested Answer: B

by Kanisha at Sep 18, 2024, 03:39 AM

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Isabelle

2 months ago

Procedural fairness, huh? I'm picturing a courtroom drama, but with angry customers instead of lawyers. B seems like the winner here.

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Chuck

2 months ago

B all the way! Procedural fairness is the name of the game when it comes to customer service. Anything else is just a distraction.

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Glory

2 months ago

B is the way to go, for sure. Though I'm still trying to figure out how 'the difference in perception between customers' is a possible answer. Talk about a curveball!

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Ciara

2 months ago

Hmm, I was thinking B too. Gotta love those multiple-choice questions that test our understanding of legal terminology.

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Buffy

7 days ago

Exactly, procedural fairness is key in maintaining customer trust and satisfaction.

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Felicitas

8 days ago

I agree, it's important for customers to feel like they are being treated fairly when they have a complaint.

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Vashti

14 days ago

Yeah, it's definitely about the fairness of the process. Can't have a biased system.

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Kami

23 days ago

I think it's B too. Procedural fairness is all about the process of resolving complaints.

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Lenora

2 months ago

I'd go with B as well. Procedural fairness is all about how the complaint resolution process is perceived, not the outcome itself.

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Shawn

1 months ago

Definitely, the way complaints are resolved can greatly impact customer satisfaction.

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Luann

1 months ago

Yes, it's important for customers to feel like their complaints are being handled fairly.

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Lorrie

2 months ago

I agree, procedural fairness is more about the process than the actual outcome.

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Pamella

2 months ago

I believe procedural fairness is crucial for customer satisfaction. It can impact how customers view the company overall.

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Glen

2 months ago

I agree with Rickie. It's important for customers to feel that the process is fair when resolving complaints.

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Rolland

3 months ago

B) the perceived fairness of the process used to resolve complaints. Seems like the most accurate answer to me.

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Layla

1 months ago

Craig: That's true, it can make a big difference in how customers perceive the service they receive.

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Jose

1 months ago

Definitely, procedural fairness can impact a customer's overall satisfaction with a company.

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Craig

1 months ago

I think so too, it's important for customers to feel like the process to resolve complaints is fair.

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Ming

2 months ago

I agree, option B does seem like the most accurate answer.

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Rickie

3 months ago

I think procedural fairness refers to the perceived fairness of the process used to resolve complaints.

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